U.S. patent application number 14/829901 was filed with the patent office on 2017-02-23 for records management.
The applicant listed for this patent is salesforce.com, inc.. Invention is credited to Ryan Edward Lavallee.
Application Number | 20170053014 14/829901 |
Document ID | / |
Family ID | 58157117 |
Filed Date | 2017-02-23 |
United States Patent
Application |
20170053014 |
Kind Code |
A1 |
Lavallee; Ryan Edward |
February 23, 2017 |
RECORDS MANAGEMENT
Abstract
Techniques for electronic records management. Electronic records
are stored in databases, each having a different data model and
classification scheme. The electronic records created in source
systems are indexed with the index having a pointer to each
electronic record in the source systems. The index is updated with
changes to electronic records. The document management agent
applies retention rules and tracks electronic records against the
appropriate retention schedule. Records that are scheduled to be
dispositioned are dispositioned, and when the disposition is
appropriate, the document management agent also invokes deletion or
exportation of the corresponding electronic records.
Inventors: |
Lavallee; Ryan Edward;
(Kinnelon, NJ) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
salesforce.com, inc. |
San Francisco |
CA |
US |
|
|
Family ID: |
58157117 |
Appl. No.: |
14/829901 |
Filed: |
August 19, 2015 |
Current U.S.
Class: |
1/1 |
Current CPC
Class: |
G06F 16/93 20190101;
G06F 16/285 20190101; G06F 16/2379 20190101 |
International
Class: |
G06F 17/30 20060101
G06F017/30 |
Claims
1. A system comprising: a plurality of source systems each to store
electronic records, each having a different data model and
classification scheme; a document management agent communicatively
coupled with the plurality of source systems, the document
management agent to index the electronic records created in the
plurality of source systems, the index having a pointer to each
electronic record in the plurality of source systems, the document
management agent to update the index with changes to electronic
records, the document management agent to apply retention rules and
track electronic records against the appropriate retention
schedule, and identify which records are scheduled to be
dispositioned, and when the disposition is appropriate, the
document management agent to invoke deletion or exportation of the
corresponding electronic records.
2. The system of claim 1 wherein the classification scheme
comprises an inherent classification scheme to provide tagging of
one or more of the records based on rules within the document
management agent, wherein the rules are be based on the data model
of the source system, the metadata on the electronic record mapped
to a classification or an intelligent classification based on
record content.
3. The system of claim 1 wherein the classification scheme
comprises an acquired classification that takes place when an
imported record is classified with a file number in one of the
plurality of source systems.
4. The system of claim 1 wherein the plurality of source systems
comprises at least one document management application and at least
one collaboration application.
5. The system of claim 1 wherein the plurality of source systems
comprises at least one messaging system and at least one
collaboration application.
6. The system of claim 5 wherein the at least one messaging system
comprises at least one social media application having an
associated feed.
7. The system of claim 1 wherein the plurality of source systems
comprises at least one document management application and at least
messaging system.
8. The system of claim 7 wherein the at least one messaging system
comprises at least one social media application having an
associated feed.
9. A non-transitory computer-readable medium having stored thereon
instructions that, when executed by one or more processors, cause
the one or more processors to: store electronic records in
databases, each having a different data model and classification
scheme; index the electronic records created in the plurality of
source systems, the index having a pointer to each electronic
record in the plurality of source system; update the index with
changes to electronic records, the document management agent to
apply retention rules and track electronic records against the
appropriate retention schedule; identify which records are
scheduled to be dispositioned, and when the disposition is
appropriate, the document management agent to invoke deletion or
exportation of the corresponding electronic records.
10. The non-transitory computer-readable medium of claim 9 wherein
the classification scheme comprises an inherent classification
scheme to provide tagging of one or more of the records based on
rules within the document management agent, wherein the rules are
be based on the data model of the source system, the metadata on
the electronic record mapped to a classification or an intelligent
classification based on record content.
11. The non-transitory computer-readable medium of claim 9 wherein
the classification scheme comprises an acquired classification that
takes place when an imported record is classified with a file
number in one of the plurality of source systems.
12. The non-transitory computer-readable medium of claim 9 wherein
the plurality of source systems comprises at least one document
management application and at least one collaboration
application.
13. The non-transitory computer-readable medium of claim 9 wherein
the plurality of source systems comprises at least one messaging
system and at least one collaboration application.
14. The non-transitory computer-readable medium of claim 13 wherein
the at least one messaging system comprises at least one social
media application having an associated feed.
15. The non-transitory computer-readable medium of claim 9 wherein
the plurality of source systems comprises at least one document
management application and at least messaging system.
16. The non-transitory computer-readable medium of claim 15 wherein
the at least one messaging system comprises at least one social
media application having an associated feed.
17. A method comprising: storing electronic records in a plurality
of databases, each having a different data model and classification
scheme; indexing the electronic records created in the plurality of
source systems, the index having a pointer to each electronic
record in the plurality of source system; updating the index with
changes to electronic records, the document management agent to
apply retention rules and track electronic records against the
appropriate retention schedule; identifying which records are
scheduled to be dispositioned, and when the disposition is
appropriate, the document management agent to invoke deletion or
exportation of the corresponding electronic records.
18. The method of claim 17 wherein the classification scheme
comprises an inherent classification scheme to provide tagging of
one or more of the records based on rules within the document
management agent, wherein the rules are be based on the data model
of the source system, the metadata on the electronic record mapped
to a classification or an intelligent classification based on
record content.
19. The method of claim 17 wherein the classification scheme
comprises an acquired classification that takes place when an
imported record is classified with a file number in one of the
plurality of source systems.
20. The method of claim 17 wherein the plurality of source systems
comprises at least one document management application and at least
one collaboration application.
21. The method of claim 17 wherein the plurality of source systems
comprises at least one messaging system and at least one
collaboration application.
22. The method of claim 21 wherein the at least one messaging
system comprises at least one social media application having an
associated feed.
23. The method of claim 17 wherein the plurality of source systems
comprises at least one document management application and at least
messaging system.
24. The method of claim 23 wherein the at least one messaging
system comprises at least one social media application having an
associated feed.
Description
TECHNICAL FIELD
[0001] Embodiments relate to techniques for managing retention of
electronic records. More particularly, embodiments relate to
techniques for unified records management across multiple source
systems having different data formats and classification
schemes.
BACKGROUND
[0002] Organizations in both the public and private sectors are
required to retain certain records of information for period of
time in order to comply with laws and regulations pertaining to
their business. When deleting business information, including
emails, most companies delete unstructured data based on a
retention schedule to protect themselves from potential fines for
failing to produce artifacts during legal discovery. Most Document
Management systems include records management functionality to meet
an organization's needs for data retention for data stored within
that system. In addition, data archiving solutions provide a
mechanism for importing data from Document Management systems, as
well as email systems, and applying retention rules.
[0003] As data within organizations continues to grow at
exponential levels, it is increasingly challenging to ensure that
data is retained and dispositioned in a manner compliant with
Records Management policies. Collaboration and messaging platforms
are eclipsing email as sources of unstructured data, yet lack the
capabilities to apply retention rules or limit an organization to
their own rudimentary retention capabilities. With more business
applications offering their own collaboration capabilities, the
problem is made even more complex. Organizations take on even more
risks with Bring Your Own Device (BYOD) policies that may introduce
new applications into the environment with little or no
oversight.
BRIEF DESCRIPTION OF THE DRAWINGS
[0004] Embodiments of the invention are illustrated by way of
example, and not by way of limitation, in the figures of the
accompanying drawings in which like reference numerals refer to
similar elements.
[0005] FIG. 1 is one embodiment is a block diagram of one
embodiment of the architecture of a cloud based records management
service.
[0006] FIG. 2 is a block diagram of one embodiment of mapping
functionality for use with ah cloud based records management
system.
[0007] FIG. 3 is an example data flow for one embodiment of record
capture processing utilizing a cloud based records management
system.
[0008] FIG. 4 is an example data flow for one embodiment of record
disposition processing utilizing a cloud based records management
system.
[0009] FIG. 5 is an example data flow for one embodiment of search
and hold functionality utilizing a cloud based records management
system.
[0010] FIG. 6 is a block diagram of one embodiment of a cloud based
records management system.
[0011] FIG. 7 illustrates a block diagram of an environment where
an on-demand database service might be used.
[0012] FIG. 8 illustrates a detailed block diagram of an
environment where an on-demand database service might be used.
DETAILED DESCRIPTION
[0013] In the following description, numerous specific details are
set forth. However, embodiments of the invention may be practiced
without these specific details. In other instances, well-known
circuits, structures and techniques have not been shown in detail
in order not to obscure the understanding of this description.
[0014] In one embodiment, a Records Management Cloud Service is a
solution that can enable organizations to enforce a retention
schedule, remain compliant with regulations and avoid potential
legal fines. In one embodiment, a Records Management Service can
provide functionality to tag any form of data as an official record
and manage records across the entire environment with a single
solution. In one embodiment, a single cloud based service can
reduce the complexity of using multiple systems with their own
inherent Records Management features and ensure that data stored
all systems are included.
[0015] The techniques described herein can provide improved
schedule creation. In one embodiment, the system can allow a
Records Manager to define one, company wide retention schedule that
could apply to data in any system. Because the retention schedule
is stored in a single system, there is no need to ensure that
changes are cascaded across environments. The service would also
store Holds to indicate which retention schedules should be
suspended based on current legal activity.
[0016] The techniques described herein can provide improved
integration and mapping. In one embodiment, the system can connect
with sources of data through a set of application program
interfaces (APIs) to learn the data models of each system. In one
embodiment, the Service can be configured to map specific date
information from each connected system to calculate retention
periods.
[0017] In one embodiment, the integration could also be utilized to
automate the classification of data against the retention schedule.
This classification could inherent or acquired. An inherent
classification would involve tagging the record based on rules
within the Records Management Service. Rules could be based on, for
example, the source system, metadata on the record mapped to a
classification or an intelligent classification based on record
content. Acquired classification could take place, for example,
when an imported record is classified with a file number in the
source system.
[0018] In one embodiment, the techniques described herein can
provide improved records data capture. In one embodiment, a process
could index all data created in the source systems. As the index is
built, it could maintain a pointer to each record in the source
systems. In one embodiment, a batch process would subsequently
update the index with changes to data. This may invoke a new
classification or kick off a time trigger on a retention schedule.
In one embodiment, as the index is continuously updated, it would
apply retention rules and track records against the appropriate
retention schedule.
[0019] In one embodiment, the techniques described herein can
provide improved records disposition. In one embodiment, as the
process runs it could identify which records are scheduled to be
dispositioned. In one embodiment, a Records Manager could access
the Service through a user interface to view records that are ready
to be dispositioned. In one embodiment, when the disposition is
approved, the service could use APIs to invoke the delete or export
capabilities within the source systems. This would remove the need
to store all records in one archive system and eliminate the risk
of multiple copies existing in the environment after
disposition.
[0020] FIG. 1 is one embodiment is a block diagram of one
embodiment of the architecture of a cloud based records management
service (CBRMS). In one embodiment, the cloud based records
management service described herein can be provided within an
on-demand services environment, for example, a multitenant database
environment, various embodiments of which are described in greater
detail below. In other embodiments, the cloud based records
management service described herein can be provided in other
environments in which electronic documents are managed.
[0021] In one embodiment, user interface 120 is a web-based
interface that allows a user access via, for example, a browser
application. In other embodiments, user interface 120 can be an app
(e.g., a records management app) or part of an application running
on a computing device (e.g., desktop computer system, laptop
computer system, tablet, smartphone). In one embodiment, user
interface 120 allows a user to control records management
functionality (e.g., determine/modify parameters, designate holds,
modify the fileplan) and/or have access to relevant information
(e.g., statistical information, status information), and/or
authorize the disposition of records
[0022] In one embodiment, application tier 140 provides
functionality to classify records, manage the retention of records
(e.g., using timers and/or time triggers), manage the disposition
of records, manage the fileplan, manage the retention schedule
and/or provide reporting functionality. In one embodiment,
application tier 140 can also function to provide indexing search
and retrieval functionality. In one embodiment, application tier
140 can provide this functionality as one or more applications
running on one or more computing devices, each having some memory
and at least one processor.
[0023] In one embodiment, data tier 160 functions to provide
functionality to store one or more fileplans, store one or more
schedules, store one or more holds and record classification
mappings, etc. In one embodiment, data tier 160 contains an index
of records for search and retrieval. Data tier 160 can be, for
example, one or more databases stored on one or more hardware
storage devices coupled to operate in conjunction with application
tier 140.
[0024] FIG. 2 is a block diagram of one embodiment of mapping
functionality for use with a cloud based records management system,
290. In one embodiment, the cloud based records management system
is configured to have access to multiple "source systems" that each
store/generate/produce electronic documents to be managed. Example
source systems are illustrated as collaboration application 240,
document management application 250 and messaging system 260. Other
types of source systems can also be supported.
[0025] In one embodiment, there is a mapping from the file plan
stored in the cloud based records management service to rule that
are used by the source systems. For example, within collaboration
application 240, documents stored within a particular folder (e.g.,
Project Zebra) or workspace may map to a specific record
classification (e.g., A-100-1-304 Engineering Records. As another
example, within document management application 250, all documents
with a specific type (e.g., HR) may map to a specific record
classification (e.g., A-100-21-43 Human Resources Records). As
another example, within messaging system 260, all data captured may
map to a specific record classification (e.g., A-100-1-1 General
Correspondence Records). If the source system manages metadata, the
metadata may also be used to map to a file number. These are but a
few examples.
[0026] More sophisticated mapping may also be provided. For
example, data captured by messaging system 260 can be classified by
creator, recipient and/or by key word(s). Each of the
classifications above can also have subcategories.
[0027] FIG. 3 is an example data flow for one embodiment of record
capture processing utilizing a cloud based records management
system. The components of FIG. 3 can all be part of a single
computing environment or the components can be part of multiple
networked computing environments.
[0028] In one embodiment, on a scheduled or realtime basis, cloud
based records management system 310 queries each connected system
(e.g., document management system 340, document management system
350, collaboration application 360) to determine creation and/or
changes to records. In one embodiment, this can be accomplished via
an application programming interface (API) call. This can be
referred to as a records discovery phase. In one embodiment,
document management system 340, document management system 350 and
collaboration application 360 are each part of on-demand services
environment 390; however, in other embodiments, they may be
separate systems.
[0029] In one embodiment, the connected systems return pertinent
metadata (e.g., record identifier(s), location(s), full text index)
for records that have been created or changed. This metadata can be
stored in cloud based records management system 310 as part of a
record information storage phase.
[0030] In one embodiment, cloud based records management system 310
operates to classify the records utilizing the fileplan. This could
be based on rules that evaluate the metadata and/or can be
performed manually. The fileplan includes disposition rules that
may be time triggered. Timers may be triggered by changes to record
metadata. In one embodiment, cloud based records management system
310 starts and stops timers based on the rules when records are
classified and/or updated. This can be referred to as the record
classification/update phase.
[0031] FIG. 4 is an example data flow for one embodiment of record
disposition processing utilizing a cloud based records management
system. As with FIG. 3, the components of FIG. 4 can all be part of
a single computing environment or the components can be part of
multiple networked computing environments.
[0032] In one embodiment, as timers expire, actions specified by
the fileplan are executed (or caused to be executed) by cloud based
records management system 410. The actions can include, for
example, changes to metadata, commencement of additional timers
and/or record destruction. In one embodiment, metadata in source
systems (e.g., document management system 440, document management
system 450, collaboration application 460) can be updated in
response to action triggered/caused by cloud based records
management system 410. In one embodiment, document management
system 440, document management system 450 and collaboration
application 460 are each part of on-demand services environment
490; however, in other embodiments, they may be separate
systems.
[0033] In one embodiment, if the fileplan calls for a record to be
deleted, cloud based records management system 410 can send a
delete command to the appropriate source system (e.g., via the
API). The delete action may, or may not, require authorization of a
user through a user interface. In one embodiment, the record
metadata is updated to include deletion information (e.g., time,
data, authorized user). In one embodiment, the record metadata is
retained in cloud based records management system 410
indefinitely.
[0034] FIG. 5 is an example data flow for one embodiment of search
and hold functionality utilizing a cloud based records management
system. In one embodiment, a search can be executed from the cloud
based records management system 510 user interface against the
index stored in cloud based records management system 510. In one
embodiment, search results are returned within the user
interface.
[0035] A search may be performed to initiate a hold. A hold may be
placed on the search results via the user interface. In one
embodiment, records on hold will be excluded from disposition. In
one embodiment, cloud based records management system 510 causes
source system (e.g., document management system 540, document
management system 550, collaboration application 560) to update
metadata for relevant records to indicate the hold status. In one
embodiment, document management system 540, document management
system 550 and collaboration application 560 are each part of
on-demand services environment 590; however, in other embodiments,
they may be separate systems. In one embodiment, this may be
accomplished via one or more calls (e.g., API calls) by cloud based
records management system 510 to one or more source system.
[0036] FIG. 6 is a block diagram of one embodiment of a cloud based
records management system. In one embodiment, cloud based records
management system 600 includes control logic 610, which implements
logical functional control to direct operation of cloud based
records management system 600, and/or hardware associated with
directing operation of cloud based records management system 600.
Logic may be hardware logic circuits and/or software routines.
[0037] In one embodiment, cloud based records management system 600
includes one or more applications 612, which represent code
sequence and/or programs that provide instructions to control logic
610. Applications can provide various functional components of
cloud based records management system 600.
[0038] Cloud based records management system 600 includes memory
614, which represents a memory device and/or access to a memory
resource for storing data and/or instructions. Memory 614 may
include memory local to cloud based records management system 600,
as well as, or alternatively, including memory of the host system
on which cloud based records management system 600 resides.
[0039] In one embodiment, cloud based records management system 600
also includes one or more interfaces 616, which represent access
interfaces to/from (an input/output interface) cloud based records
management system 600 with regard to entities (electronic or human)
external to cloud based records management system 600. Interface(s)
616 can include, for example, the various APIs utilized to perform
the functionality described above and/or the user interface
discussed above. Other and/or different and/or additional
interfaces can also be provided.
[0040] Cloud based records management system 600 also includes
records management agent 690, which includes one or more functions
or modules that enable cloud based records management system 600 to
provide the records management services as described above. The
example of FIG. 6 provides several modules that may be included in
records management agent 690; however, different and/or additional
modules may also be included. Example modules that may be involved
in providing the records management functionality include fileplan
manager 620, mapping module 625, indexer 630, metadata module 635,
timer(s) 640, schedule manager 645, search/hold module 650 and
disposition manager 655. The modules of records management agent
690 can be hardware, software or a combination thereof.
[0041] In one embodiment, fileplan manager 620 operates to manage
the fileplan to be utilized. Fileplan manager 620 operates to
manage and/or provide an outline of records (e.g., series,
sequences, organization, locations), file transfer parameters, file
retention parameters, file disposition parameters and/or other
instructions/guidelines/parameters that are utilized for management
of electronic records.
[0042] In one embodiment, mapping module 625 operates to
determine/acquire data model information and/or classification
information from the plurality of source systems (e.g., file
management, document management, collaboration application) being
managed. In one embodiment, mapping module 625 operates with
fileplan manager 620 to cause the parameters/guidelines of fileplan
manager 620 to be implemented through the various source systems
that can have different data models and/or classification
schemes.
[0043] In one embodiment, indexer 630 operates to index the
electronic records created in the source systems. In one
embodiment, indexer 630 generates/manages the index having a
pointer to each electronic record in the various source systems. In
one embodiment, indexer 630 operates to update the index with
changes to electronic records. In one embodiment, indexer 630
operates with fileplan manager 620 and/or mapping module 625.
[0044] In one embodiment, metadata module 635 operates to manage
the metadata utilized by records management agent 690. In one
embodiment, metadata may be used to map to a file number or for
other mapping purposes. In one embodiment, the record metadata is
updated to include deletion information (e.g., time, data,
authorized user). In one embodiment, record metadata is retained by
records management agent 690 indefinitely.
[0045] In one embodiment, timer(s) 640 is/are utilized by fileplan
manager 620 to implement elements of the fileplan having timing
parameters. In one embodiment, retention and/or disposition is
based on time parameters and timer(s) 640 may be utilized to
providing the appropriate timing for these operations.
[0046] In one embodiment, schedule manager 645 operates to manage
scheduling tasks performed by records management agent 690. In one
embodiment, schedule manager 645 operates to track electronic
records against the appropriate retention schedule and/or to
identify which records are scheduled to be dispositioned. In one
embodiment, schedule manager 645 operates with fileplan manager 620
to maintain current schedule information.
[0047] In one embodiment, search/hold module 650 operates to allow
a party to search for electronic documents, for example, using a
graphical user interface. In one embodiment, search/hold module 650
operates to allow electronic documents identified by the search to
be placed on hold, which can flag, mark or other wise suspend
normal retention operations. In one embodiment, documents placed on
hold are not dispositioned even if the retention parameters
otherwise indicate disposition is in order.
[0048] In one embodiment, disposition manager 655 operates to
disposition electronic documents as appropriate. In one embodiment,
disposition manager 655 communicates with fileplan manager 620
and/or search/hold module 650 to determine which electronic
documents to disposition. In one embodiment, disposition manager
655 operates to cause electronic documents to be dispositioned when
appropriate, for example, by issuing API calls and/or instructions
to source systems.
[0049] FIG. 7 illustrates a block diagram of an environment 710
wherein an on-demand database service might be used. Environment
710 may include user systems 712, network 714, system 716,
processor system 717, application platform 718, network interface
720, tenant data storage 722, system data storage 724, program code
726, and process space 728. In other embodiments, environment 710
may not have all of the components listed and/or may have other
elements instead of, or in addition to, those listed above.
[0050] Environment 710 is an environment in which an on-demand
database service exists. User system 712 may be any machine or
system that is used by a user to access a database user system. For
example, any of user systems 712 can be a handheld computing
device, a mobile phone, a laptop computer, a work station, and/or a
network of computing devices. As illustrated in herein FIG. 7 (and
in more detail in FIG. 8) user systems 712 might interact via a
network 714 with an on-demand database service, which is system
716.
[0051] An on-demand database service, such as system 716, is a
database system that is made available to outside users that do not
need to necessarily be concerned with building and/or maintaining
the database system, but instead may be available for their use
when the users need the database system (e.g., on the demand of the
users). Some on-demand database services may store information from
one or more tenants stored into tables of a common database image
to form a multi-tenant database system (MTS). Accordingly,
"on-demand database service 716" and "system 716" will be used
interchangeably herein. A database image may include one or more
database objects. A relational database management system (RDMS) or
the equivalent may execute storage and retrieval of information
against the database object(s). Application platform 718 may be a
framework that allows the applications of system 716 to run, such
as the hardware and/or software, e.g., the operating system. In an
embodiment, on-demand database service 716 may include an
application platform 718 that enables creation, managing and
executing one or more applications developed by the provider of the
on-demand database service, users accessing the on-demand database
service via user systems 712, or third party application developers
accessing the on-demand database service via user systems 712.
[0052] The users of user systems 712 may differ in their respective
capacities, and the capacity of a particular user system 712 might
be entirely determined by permissions (permission levels) for the
current user. For example, where a salesperson is using a
particular user system 712 to interact with system 716, that user
system has the capacities allotted to that salesperson. However,
while an administrator is using that user system to interact with
system 716, that user system has the capacities allotted to that
administrator. In systems with a hierarchical role model, users at
one permission level may have access to applications, data, and
database information accessible by a lower permission level user,
but may not have access to certain applications, database
information, and data accessible by a user at a higher permission
level. Thus, different users will have different capabilities with
regard to accessing and modifying application and database
information, depending on a user's security or permission
level.
[0053] Network 714 is any network or combination of networks of
devices that communicate with one another. For example, network 714
can be any one or any combination of a LAN (local area network),
WAN (wide area network), telephone network, wireless network,
point-to-point network, star network, token ring network, hub
network, or other appropriate configuration. As the most common
type of computer network in current use is a TCP/IP (Transfer
Control Protocol and Internet Protocol) network, such as the global
internetwork of networks often referred to as the "Internet" with a
capital "I," that network will be used in many of the examples
herein. However, it should be understood that the networks that one
or more implementations might use are not so limited, although
TCP/IP is a frequently implemented protocol.
[0054] User systems 712 might communicate with system 716 using
TCP/IP and, at a higher network level, use other common Internet
protocols to communicate, such as HTTP, FTP, AFS, WAP, etc. In an
example where HTTP is used, user system 712 might include an HTTP
client commonly referred to as a "browser" for sending and
receiving HTTP messages to and from an HTTP server at system 716.
Such an HTTP server might be implemented as the sole network
interface between system 716 and network 714, but other techniques
might be used as well or instead. In some implementations, the
interface between system 716 and network 714 includes load sharing
functionality, such as round-robin HTTP request distributors to
balance loads and distribute incoming HTTP requests evenly over a
plurality of servers. At least as for the users that are accessing
that server, each of the plurality of servers has access to the
MTS' data; however, other alternative configurations may be used
instead.
[0055] In one embodiment, system 716, shown in FIG. 7, implements a
web-based customer relationship management (CRM) system. For
example, in one embodiment, system 716 includes application servers
configured to implement and execute CRM software applications as
well as provide related data, code, forms, webpages and other
information to and from user systems 712 and to store to, and
retrieve from, a database system related data, objects, and Webpage
content. With a multi-tenant system, data for multiple tenants may
be stored in the same physical database object, however, tenant
data typically is arranged so that data of one tenant is kept
logically separate from that of other tenants so that one tenant
does not have access to another tenant's data, unless such data is
expressly shared. In certain embodiments, system 716 implements
applications other than, or in addition to, a CRM application. For
example, system 716 may provide tenant access to multiple hosted
(standard and custom) applications, including a CRM application.
User (or third party developer) applications, which may or may not
include CRM, may be supported by the application platform 718,
which manages creation, storage of the applications into one or
more database objects and executing of the applications in a
virtual machine in the process space of the system 716.
[0056] One arrangement for elements of system 716 is shown in FIG.
7, including a network interface 720, application platform 718,
tenant data storage 722 for tenant data 723, system data storage
724 for system data 725 accessible to system 716 and possibly
multiple tenants, program code 726 for implementing various
functions of system 716, and a process space 728 for executing MTS
system processes and tenant-specific processes, such as running
applications as part of an application hosting service. Additional
processes that may execute on system 716 include database indexing
processes.
[0057] Several elements in the system shown in FIG. 7 include
conventional, well-known elements that are explained only briefly
here. For example, each user system 712 could include a desktop
personal computer, workstation, laptop, PDA, cell phone, or any
wireless access protocol (WAP) enabled device or any other
computing device capable of interfacing directly or indirectly to
the Internet or other network connection. User system 712 typically
runs an HTTP client, e.g., a browsing program, such as Microsoft's
Internet Explorer browser, Netscape's Navigator browser, Opera's
browser, or a WAP-enabled browser in the case of a cell phone, PDA
or other wireless device, or the like, allowing a user (e.g.,
subscriber of the multi-tenant database system) of user system 712
to access, process and view information, pages and applications
available to it from system 716 over network 714. Each user system
712 also typically includes one or more user interface devices,
such as a keyboard, a mouse, trackball, touch pad, touch screen,
pen or the like, for interacting with a graphical user interface
(GUI) provided by the browser on a display (e.g., a monitor screen,
LCD display, etc.) in conjunction with pages, forms, applications
and other information provided by system 716 or other systems or
servers. For example, the user interface device can be used to
access data and applications hosted by system 716, and to perform
searches on stored data, and otherwise allow a user to interact
with various GUI pages that may be presented to a user. As
discussed above, embodiments are suitable for use with the
Internet, which refers to a specific global internetwork of
networks. However, it should be understood that other networks can
be used instead of the Internet, such as an intranet, an extranet,
a virtual private network (VPN), a non-TCP/IP based network, any
LAN or WAN or the like.
[0058] According to one embodiment, each user system 712 and all of
its components are operator configurable using applications, such
as a browser, including computer code run using a central
processing unit such as an Intel Pentium.RTM. processor or the
like. Similarly, system 716 (and additional instances of an MTS,
where more than one is present) and all of their components might
be operator configurable using application(s) including computer
code to run using a central processing unit such as processor
system 717, which may include an Intel Pentium.RTM. processor or
the like, and/or multiple processor units. A computer program
product embodiment includes a machine-readable storage medium
(media) having instructions stored thereon/in which can be used to
program a computer to perform any of the processes of the
embodiments described herein. Computer code for operating and
configuring system 716 to intercommunicate and to process webpages,
applications and other data and media content as described herein
are preferably downloaded and stored on a hard disk, but the entire
program code, or portions thereof, may also be stored in any other
volatile or non-volatile memory medium or device as is well known,
such as a ROM or RAM, or provided on any media capable of storing
program code, such as any type of rotating media including floppy
disks, optical discs, digital versatile disk (DVD), compact disk
(CD), microdrive, and magneto-optical disks, and magnetic or
optical cards, nanosystems (including molecular memory ICs), or any
type of media or device suitable for storing instructions and/or
data. Additionally, the entire program code, or portions thereof,
may be transmitted and downloaded from a software source over a
transmission medium, e.g., over the Internet, or from another
server, as is well known, or transmitted over any other
conventional network connection as is well known (e.g., extranet,
VPN, LAN, etc.) using any communication medium and protocols (e.g.,
TCP/IP, HTTP, HTTPS, Ethernet, etc.) as are well known. It will
also be appreciated that computer code for implementing embodiments
can be implemented in any programming language that can be executed
on a client system and/or server or server system such as, for
example, C, C++, HTML, any other markup language, Java.TM.,
JavaScript, ActiveX, any other scripting language, such as
VBScript, and many other programming languages as are well known
may be used. (Java.TM. is a trademark of Sun Microsystems,
Inc.).
[0059] According to one embodiment, each system 716 is configured
to provide webpages, forms, applications, data and media content to
user (client) systems 712 to support the access by user systems 712
as tenants of system 716. As such, system 716 provides security
mechanisms to keep each tenant's data separate unless the data is
shared. If more than one MTS is used, they may be located in close
proximity to one another (e.g., in a server farm located in a
single building or campus), or they may be distributed at locations
remote from one another (e.g., one or more servers located in city
A and one or more servers located in city B). As used herein, each
MTS could include one or more logically and/or physically connected
servers distributed locally or across one or more geographic
locations. Additionally, the term "server" is meant to include a
computer system, including processing hardware and process
space(s), and an associated storage system and database application
(e.g., OODBMS or RDBMS) as is well known in the art. It should also
be understood that "server system" and "server" are often used
interchangeably herein. Similarly, the database object described
herein can be implemented as single databases, a distributed
database, a collection of distributed databases, a database with
redundant online or offline backups or other redundancies, etc.,
and might include a distributed database or storage network and
associated processing intelligence.
[0060] FIG. 8 also illustrates environment 710. However, in FIG. 8
elements of system 716 and various interconnections in an
embodiment are further illustrated. FIG. 8 shows that user system
712 may include processor system 712A, memory system 712B, input
system 712C, and output system 712D. FIG. 8 shows network 714 and
system 716. FIG. 8 also shows that system 716 may include tenant
data storage 722, tenant data 723, system data storage 724, system
data 725, User Interface (UI) 830, Application Program Interface
(API) 832, PL/SOQL 834, save routines 836, application setup
mechanism 838, applications servers 800.sub.1-400.sub.N, system
process space 802, tenant process spaces 804, tenant management
process space 810, tenant storage space 812, tenant data 814, and
application metadata 816. In other embodiments, environment 710 may
not have the same elements as those listed above and/or may have
other elements instead of, or in addition to, those listed
above.
[0061] User system 712, network 714, system 716, tenant data
storage 722, and system data storage 724 were discussed above in
FIG. 7. Regarding user system 712, processor system 712A may be any
combination of one or more processors. Memory system 712B may be
any combination of one or more memory devices, short term, and/or
long term memory. Input system 712C may be any combination of input
devices, such as one or more keyboards, mice, trackballs, scanners,
cameras, and/or interfaces to networks. Output system 712D may be
any combination of output devices, such as one or more monitors,
printers, and/or interfaces to networks. As shown by FIG. 8, system
716 may include a network interface 720 (of FIG. 7) implemented as
a set of HTTP application servers 800, an application platform 718,
tenant data storage 722, and system data storage 724. Also shown is
system process space 802, including individual tenant process
spaces 804 and a tenant management process space 810. Each
application server 800 may be configured to tenant data storage 722
and the tenant data 723 therein, and system data storage 724 and
the system data 725 therein to serve requests of user systems 712.
The tenant data 723 might be divided into individual tenant storage
spaces 812, which can be either a physical arrangement and/or a
logical arrangement of data. Within each tenant storage area 812,
tenant data 814 and application metadata 816 might be similarly
allocated for each user. For example, a copy of a user's most
recently used (MRU) items might be stored to tenant data 814.
Similarly, a copy of MRU items for an entire organization that is a
tenant might be stored to tenant storage space 812. A UI 830
provides a user interface and an API 832 provides an application
programmer interface to system 716 resident processes to users
and/or developers at user systems 712. The tenant data and the
system data may be stored in various databases, such as one or more
Oracle.TM. databases.
[0062] Application platform 718 includes an application setup
mechanism 838 that supports application developers' creation and
management of applications, which may be saved as metadata into
tenant data storage 722 by save routines 836 for execution by
subscribers as one or more tenant process spaces 804 managed by
tenant management process 810 for example. Invocations to such
applications may be coded using PL/SOQL 834 that provides a
programming language style interface extension to API 832. A
detailed description of some PL/SOQL language embodiments is
discussed in commonly owned U.S. Pat. No. 7,730,478 entitled,
"Method and System for Allowing Access to Developed Applicants via
a Multi-Tenant Database On-Demand Database Service", issued Jun. 1,
2010 to Craig Weissman, which is incorporated in its entirety
herein for all purposes. Invocations to applications may be
detected by one or more system processes, which manage retrieving
application metadata 816 for the subscriber making the invocation
and executing the metadata as an application in a virtual
machine.
[0063] Each application server 800 may be communicably coupled to
database systems, e.g., having access to system data 725 and tenant
data 723, via a different network connection. For example, one
application server 800.sub.1 might be coupled via the network 714
(e.g., the Internet), another application server 800.sub.N-1 might
be coupled via a direct network link, and another application
server 800.sub.N might be coupled by yet a different network
connection. Transfer Control Protocol and Internet Protocol
(TCP/IP) are typical protocols for communicating between
application servers 800 and the database system. However, it will
be apparent to one skilled in the art that other transport
protocols may be used to optimize the system depending on the
network interconnect used.
[0064] In certain embodiments, each application server 800 is
configured to handle requests for any user associated with any
organization that is a tenant. Because it is desirable to be able
to add and remove application servers from the server pool at any
time for any reason, there is preferably no server affinity for a
user and/or organization to a specific application server 800. In
one embodiment, therefore, an interface system implementing a load
balancing function (e.g., an F5 Big-IP load balancer) is
communicably coupled between the application servers 800 and the
user systems 712 to distribute requests to the application servers
800. In one embodiment, the load balancer uses a least connections
algorithm to route user requests to the application servers 800.
Other examples of load balancing algorithms, such as round robin
and observed response time, also can be used. For example, in
certain embodiments, three consecutive requests from the same user
could hit three different application servers 800, and three
requests from different users could hit the same application server
800. In this manner, system 716 is multi-tenant, wherein system 716
handles storage of, and access to, different objects, data and
applications across disparate users and organizations.
[0065] As an example of storage, one tenant might be a company that
employs a sales force where each salesperson uses system 716 to
manage their sales process. Thus, a user might maintain contact
data, leads data, customer follow-up data, performance data, goals
and progress data, etc., all applicable to that user's personal
sales process (e.g., in tenant data storage 722). In an example of
a MTS arrangement, since all of the data and the applications to
access, view, modify, report, transmit, calculate, etc., can be
maintained and accessed by a user system having nothing more than
network access, the user can manage his or her sales efforts and
cycles from any of many different user systems. For example, if a
salesperson is visiting a customer and the customer has Internet
access in their lobby, the salesperson can obtain critical updates
as to that customer while waiting for the customer to arrive in the
lobby.
[0066] While each user's data might be separate from other users'
data regardless of the employers of each user, some data might be
organization-wide data shared or accessible by a plurality of users
or all of the users for a given organization that is a tenant.
Thus, there might be some data structures managed by system 716
that are allocated at the tenant level while other data structures
might be managed at the user level. Because an MTS might support
multiple tenants including possible competitors, the MTS should
have security protocols that keep data, applications, and
application use separate. Also, because many tenants may opt for
access to an MTS rather than maintain their own system, redundancy,
up-time, and backup are additional functions that may be
implemented in the MTS. In addition to user-specific data and
tenant specific data, system 716 might also maintain system level
data usable by multiple tenants or other data. Such system level
data might include industry reports, news, postings, and the like
that are sharable among tenants.
[0067] In certain embodiments, user systems 712 (which may be
client systems) communicate with application servers 800 to request
and update system-level and tenant-level data from system 716 that
may require sending one or more queries to tenant data storage 722
and/or system data storage 724. System 716 (e.g., an application
server 800 in system 716) automatically generates one or more SQL
statements (e.g., one or more SQL queries) that are designed to
access the desired information. System data storage 724 may
generate query plans to access the requested data from the
database.
[0068] Each database can generally be viewed as a collection of
objects, such as a set of logical tables, containing data fitted
into predefined categories. A "table" is one representation of a
data object, and may be used herein to simplify the conceptual
description of objects and custom objects. It should be understood
that "table" and "object" may be used interchangeably herein. Each
table generally contains one or more data categories logically
arranged as columns or fields in a viewable schema. Each row or
record of a table contains an instance of data for each category
defined by the fields. For example, a CRM database may include a
table that describes a customer with fields for basic contact
information such as name, address, phone number, fax number, etc.
Another table might describe a purchase order, including fields for
information such as customer, product, sale price, date, etc. In
some multi-tenant database systems, standard entity tables might be
provided for use by all tenants. For CRM database applications,
such standard entities might include tables for Account, Contact,
Lead, and Opportunity data, each containing pre-defined fields. It
should be understood that the word "entity" may also be used
interchangeably herein with "object" and "table".
[0069] In some multi-tenant database systems, tenants may be
allowed to create and store custom objects, or they may be allowed
to customize standard entities or objects, for example by creating
custom fields for standard objects, including custom index fields.
U.S. patent application Ser. No. 10/817,161, filed Apr. 2, 2004,
entitled "Custom Entities and Fields in a Multi-Tenant Database
System", and which is hereby incorporated herein by reference,
teaches systems and methods for creating custom objects as well as
customizing standard objects in a multi-tenant database system. In
certain embodiments, for example, all custom entity data rows are
stored in a single multi-tenant physical table, which may contain
multiple logical tables per organization. It is transparent to
customers that their multiple "tables" are in fact stored in one
large table or that their data may be stored in the same table as
the data of other customers.
[0070] In one embodiment, the techniques described herein can
provide improved reporting. In one embodiment, the system could
record each disposition and provide the ability to report on
compliance. In one embodiment, each disposition and the approving
Records Manager could be captured and available for reporting.
[0071] Reference in the specification to "one embodiment" or "an
embodiment" means that a particular feature, structure, or
characteristic described in connection with the embodiment is
included in at least one embodiment of the invention. The
appearances of the phrase "in one embodiment" in various places in
the specification are not necessarily all referring to the same
embodiment.
[0072] While the invention has been described in terms of several
embodiments, those skilled in the art will recognize that the
invention is not limited to the embodiments described, but can be
practiced with modification and alteration within the spirit and
scope of the appended claims. The description is thus to be
regarded as illustrative instead of limiting.
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